Hi, we are doing a Teams integration and have some Teams users who (as part of the solution requirement) will not get a DDI or assigned number for inbound/outbound direct routing in Teams. We currently cannot get this subset of users to display as Teams presence in Genesys (only users who have DDI in Teams number plan are showing with the Teams icon/badge in Genesys). Do all users have to have DDI on Teams in order for the integration to 'see' them?
thanks
Hello Bernie,
For the Teams badge to display next to a user's profile in GC, these two azure active directory attributes must be configured as defined here: https://help.mypurecloud.com/articles/configure-the-microsoft-teams-integration/.
I'm curious about your use case. Why are you interested in synchronizing Teams users over to Genesys Cloud that do not have a phone number? Currently, phone is the only way to engage an MS Teams user from Genesys Cloud.
Thank you for contributing,
Jason Wolfgang
Genesys Cloud Product Manager
Thanks for the response Jason, we're double checking the Azure AD settings as we are still stuck on this point. Some of the users are displaying in GC and some are not, so we are comparing settings for both groups.
Regarding use case, the reason is that client wanted to lock down call costs - they only have a small subset of their staff who need the ability to call outside of their organisation. So they would rather not 'open up' the DDIs for all users from cost saving point of view. We had not initially realised that you needed a DDI per user, only that you needed a phone system teams license. But we may have to rearrange our thinking on this given the confirmation of needing DDI above!
Many thanks
Bernie